Shoes from schuh *The Saga continues* ANOTHER used pair.

Could you flash the pics? Do you still like the shoes if they weren't damaged? If you do IMO I'd purchase them again with the 15% off and count yourself lucky...I'm not sure what else you can expect...they shouldn't have been sent in that condition but I think you've been v.unlucky to get 2 pairs like that! X

To be clear, you are obtaining a full refund for the shoes plus a 15% discount on your next purchase? In which case, I think this very reasonable. I have always rated Schuh's customer service.

Now, can you get to a shop? I pass one very regularly - is there anything I can do?

Are they sending replacements?

WSS - I am really surprised at this. I use Schuh all the time, both in the shop and online. On average I buy about 10 pairs a year from them. The only issue you ever had was that a pair arrived through online purchase and didn't fit. And they accepted them right back. That was it.

I'm sure if you write/email them, including images of the shoes you'll get this resolved. Never call to complain, always put it in writing.

K

Couldn't agree more with Footlong on this. I helped out a friend who had some BM shoe issues (she lives abroad) and Schuh's customer service was phenomenal.

I work near the Oxford Street branch - can help you out if need be.

Thanks for the replies so far

To clarify I've emailed them about it but only had generic replies in which they asked me to call them.

I attached photos to the emails, detailed every fault with both pairs and explained the situation politely & I still got nothing more than a "sometimes it happens, but it shouldn't have, sorry" type reply.

What they've offered is for me to send the shoes back using a freepost label that they're going to send out to me and they'll then refund me for the shoes upon their return. In addition they're going to include a giftcard which gives 15% off any future purchase.

Perhaps i'm still a little wound up and feeling unreasonable, but to me that's a bit crummy as after receiving 2 pairs of worn shoes I don't feel all that inclined to shop with them again to be honest.

It seems strange as literally everyone else ive spoken to about it or come across has had nothing but great experiences with schuh. Perhaps it just wasn't meant to be.

Any recommendations for other great places where I might be able to find some new ones?

Well, seeing as you've offered... if you could see fit to steal me some lovely sparkly new ones and send them my way that would be fantastic! ?

In all seriousness though, there's a schuh store not too far from here so if it comes to it I can get to one ok. But thank you so much for asking.

What brands did you order?

Grr forgot the picture.

This is the second pair that arrived a couple of hours ago.

The bottom right hand picture isn't very clear but its the bottom of both shoes. You can see that 1 has the stickers on the bottom and the size/"made in china" thing and on the other shoe its completely worn away.

They're not the best pictures (thanks phone) and there are stains, smells, scuffs and plenty more you're missing out on!

They were shoes by schuh themselves

That's terrible! If it helps I got my shoes from Dune, they do great sparkly shoes.

Thank you both, i'll make sure I look at Dune and BHS- i'd not even thought of either of them myself

Bit of an update too, someone from their management team phoned me after I posted on their facebook page about it (I was getting sick of their email replies, which the lady on the phone agreed with me about. She thought they too showed a lack of concern and were not acceptable)

She was absolutely lovely and couldn't apologise enough. She said that she completely understands why i'd be quite so upset as it wasn't like I was just buying them for a night out, but for such a special occasion. She said she was embarassed the shoes had been sent out and was personally looking into how that happened (may all be talk, but it was nicer to hear than the babble I was getting before)

She processed the refund there and then on the phone for me and is sending a giftcard, along with a freepost returns label. She didn't mention whether it was indeed the 15% giftcard and I didn't think to ask, so we'll have to wait and see.

Omg that's shocking! I have ordered a few things online before (not from schuh) and had small stains or dirt marks on them and am usually been offered a % refund which usually works to my advantage as most of time the stain mark can be wiped off but i have never seen anything so shockingly bad as those!

I wish I had the photos of the other shoes to hand- they're equally unbelievable.

Beautiful red patent shoes...complete with scuffs, dents and missing stones ☹️

Thats dreadful. I've had shoes I've had for years in better condition than these. I would accept the refund and tell them you don't have the confidence to order from them again. I would mention not only your disappointment but the time it has cost you to return them and complain etc.

That is shoddy. My wedding shoes were fom SCUH and they were fab!

* Update *

I got a "giftcard" in the post this morning, which entitles me to 20% off on a single future purchase.

Although, it can't be used on sale items (The shoes I bought were in the sale, so re-buying them with the discount is now out of the question) and must be used by the end of August.

Not a great goodwill gesture considering i've only got a couple of weeks to use it and the only shoes I actually liked I can't use the voucher on.

Think i'm just going to email them to explain and then write to customer services.

If they can't offer a better solution (i.e that I CAN use the discount on the shoes I wanted) there will be a 20% off code up for grabs.

Will keep this updated

What a disaster!

I bought my wedding shoes through this website http://www.elegantsteps.co.uk/

They have a great selection and a very good sale.

Definitely worth a look as they arrived very quickly and in pristine condition

x

I think them offering a 15% refund is more than generous to be honest. Mistakes do happen in life especially with such a massive shop so I'm sure it's easy for boxes to be mixed up in the warehouse. I'd accept the 15% and ask for new pairs to be sent out free of charge.

I think 20% off,not to to used on sale items and within the next couple of weeks is a bit of an insult! And I'd be telling them that - in fact I'd return it to them as well.

Could of been worse, they could of been from Office.

Most hideous example of customer service I have ever encountered in my life, ever, no really.... awful.

I'm glad that atleast someone agrees with me, now I don't feel like too much of an unreasonable hag ?

Not least because I'll be having to go out of my way to go to the post office/or a schuh store in order to return the dirty worn shoes back to them to get my refund (and they're very specific about the shoes needing to be back to them within 14 days)

Running my own business has made me a stickler for perfection I guess, so I expect the same level of service we give from every other business out there. Not that we're perfect of course, but i'm sure you'll all know what I mean!

Are they on Twitter or Facebook? I'd make a massive deal of it. Bad PR can work wonders in your favour!

And so it continues.

After establishing that I COULD use the "goodwill" discount code on the shoes I wanted (which happened to be in the sale) I re-ordered the same pair of shoes, with my 20% discount.

Those replacement shoes arrived about 20 minutes ago.

....with TOE MARKS in them.

I literally want to bang my head against a brick wall.

3 out of 3 pairs of shoes ordered arrive worn and used. It just doesn't make sense when so many others report a fantastic experience with them.

They're going back and this time I don't even care about them making amends.

They can (to put it politely) shove their dirty shoes where the sun doesn't shine and I'll buy from somewhere else.

Thanks for all of the recommendations for alternative shoe providers

Seriously, this needs to go on Twitter or Facebook to give them bad PR

I posted on their facebook page initially with photos after their rubbish email replies. That's when I got a customer services phone call last time and I *thought* things were sorted.

I've also re-commented on the post within the last hour mentioning what's happened today, with no reply as yet.

I don't know if they're all that fussed to be honest. They're such a big company and everyone else seems to have had fantastic experiences by the look of it, so i'm just one little fish in a very big pond and it'll soon be forgotten.

I'll be spending this evening drafting a lovely letter for head office though, there's no doubt about that!

I would definitely be writing about that on facebook! Thats terrible! Once is bad enough but THREE times?!!

Edit; Just seen your reply. Hopefully you'll get some lovely new shoes for free from them. Thats what i would be pushing for!

NEW being the key word there ?

Chance would be a fine thing! But a girl can dream.

Yes! I'd expect them to let you come in and chose a shiny new clean pair!

I really hope you get a better response this time. I don't even know you and i'm so angry about it!

I think i've gone through the 7 stages of grief with this!

Shock, denial, anger, grieving lol then when I thought i'd accepted it and it was all over they send another rotten pair.

Perhaps we can form some kind of angry brides alliance and storm schuh demanding sparkly new beautiful shoes.

Surely it's worth a try? ?

Rubbish! how does this happen? id give up and find elsewhere x